A Hotel General Manager who Understands Spa

A Hotel General Manager who Understands Spa by Susie EllisSpaFinder, Insider

Had a lovely lunch with Rudy Tauscher, GM of the Mandarin Oriental, NY and Denise Vitiello who is their spa director extraordinaire. What a privilege to sit at one of the best tables in all of New York City overlooking Central Park on a beautiful fall day talking about my favorite topic – what else? The spa industry.

Rudy is an unusual GM in that he really “gets” spa, and sees it as not only an integral part of the Mandarin Oriental brand but as an important part of the guest experience, thus giving it great visibility and priority. Denise is a very lucky spa director to have a GM with that much passion and understanding about spas. And I think Mandarin Oriental New York is lucky to have Denise as their spa director. She is genuinely passionate, smart, and extremely dedicated. How she does such a great job while juggling a very full life with a husband, two small babies at home, and a 2-hour commute to work each way is simply beyond my comprehension.

I asked Rudy, as I ask many GMs, when the last time was he enjoyed a spa treatment in the spa of his hotel? Many GM’s either can’t remember or have to admit that they’ve never experienced a spa treatment in their spa. (I always think that’s a bit like never having a meal in the restaurant of your hotel, which seems kind of crazy.) But I was thrilled to hear that Rudy has regular spa treatments and even had one booked for later in the week! Last week he was at the Mandarin Oriental in Hong Kong and had a spa treatment there. He said, and this was the voice of experience, not promotion, that it really makes a difference for him when he travels in terms of getting over jet lag.

But there was another part of our conversation that will linger in my memory (oh, maybe in addition to the amount of security officers swarming around the MO and the fact that Rudy’s meeting shortly after ours was with President Obama, who just happened to be arriving for a fundraiser at the hotel). What really made an impression on me was Rudy’s expressed concern for the emotional well-being of spa therapists in general.

Rudy is very aware that people go into a spa treatment carrying a lot of stress and negative energy with them. A good therapist works very hard to release that negative energy for the client, which is why most of the time a guest will walk out of a spa treatment lighter, happier, relaxed, and totally de-stressed. What has to be managed, however, is where all of the stress and negativity goes to make sure it is not transferred to the therapist. Easier said than done. In particular, here in New York, where the high pace and high-pressure way of life is par for the course, therapists truly have a challenge.

It really is an important issue for our entire industry. Our therapists are in many ways caregivers; they give a lot of themselves. They are somewhat like nurses or family members who take care of elderly loved ones. Serious thought needs to be given to taking care of the caregivers and to helping caregivers take care of themselves.

I hear this concern from therapists, aestheticians, and spa directors quite often. How refreshing to hear it initiated from one of the top GMs in the world.**Follow me on Twitter http://twitter.com/susieellis**If you wish to be put on a list that automatically sends my blog posts to your email, just let dulcy.gregory@spafinder.com know and she will add you to that list. Thanks so much!

9 thoughts on “A Hotel General Manager who Understands Spa”

Thank You Susie for another inspiring interview ~ as a former GM myself it never fails to amaze me how or why a GM would fail to take treatments in their own spa yet have no hesitation of visiting any one of the F&B; outlets.

As for the Therapists, I just spoke with an HR manager this past week who shared that her boss is clear that the therapists & managers are lucky to have a job in this economy; I am not convinced that reduces anxiety nor stress for the caregivers. We have a long way to go on 'taking care of the staff, who take care of the guests ' philosophy. Thank you for the reminder.

In the light of your previous post, it's rather disappointing to read in regard to spa therapists…

"…they are somewhat like nurses or family members who take care of elderly loved ones."

No they're not. They have nowhere near the level of professional training of even the most basic grade of nurse, nor do they even begin to experience the acute and long-lasting stress levels of personal care givers. To suggest otherwise is is at best disingenuous and at worst an outright lie.

What is required from any individual in a client or patient facing role is simply this; professionalism. Becoming immersed in, or affected by, a client's personal issues is highly unprofessional.

If a therapist focuses on service delivery to the highest standards then 'stress and negativity… transferred to the therapist' does not occur. If it does, then they are doing something wrong and are failing to meet the reasonable expectations of their clients.

Insist on the development and implementation of professional standards for spa therapists and you simply won't face the issues you have raised in this post.

A most pertinent subject in these very stressful days. Here is my answer.

Several years ago a study was done at UCLA (of all places) in which energy levels emanating from the hands of healers (physicians, therapists, etc.) were calibrated on photographic film. It’s origins were in Kirlian photography. What impressed me when I saw that was the significant decrease in emanations after a healing encounter had taken place.

Whether Kirlian photography is real or not, there is no doubt that the act of healing diminishes the healer’s energy level. The actual physical effort expended during the day has little bearing on the energy level the healer feels when the day is over.

Massage therapists, aestheticians, and anyone, in fact, who comes in contact with clients/guests/patients are indeed caregivers. In order for us as leaders in the spa industry to succeed, the care and wellbeing of our therapists (and of ourselves) must be paramount.

I’m sure you have met Danny Meyer, owner of the Union Square Café as well as several other successful restaurants, and author of SETTING THE TABLE. If you haven’t already read it, I think it well worth your time. In fact I recommend his book (written in 2003) to anyone who aspires to having a successful business.

In the book, Mr. Meyer enumerates five important ingredients to success. The first and most important ingredient is loyalty to the group, not only from within the group but from the group’s managers as well.

One of the steps he takes is to afford his restaurant employees the opportunity of dining at and enjoying another of his restaurants. He encourages that as a way of rewarding employees as well as a way of getting feedback.

In my office, my staff is encouraged to get regular facial treatments. I think this approach should be part of every spa protocol so therapists and staff could de-stress and benefit from each other’s healing abilities.

I personally am in favor of setting aside quiet time every day to afford caregivers the chance to recharge their batteries.

It is so wonderful to hear about Rudy's leadership approach. It is a humanistic way to feel, be; live regardless if you are a chef, dog walker, teacher, spa therapist or a medical doctor. We are in a service existence here to our self and others. Although I have two masters (paper wise), I can say this is not about professional training but about nourishing, renourishing your own wellbeing so you, we; all can live, be and feel emotional health and wellness to our highest good. Hugs all.

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